Metric of the Week: How to Reduce Customer Cancellations With Just Two Metrics

Knowing your customer lifetime value (LTV or CLV) is invaluable as it can aid in making informed operations decisions and contribute to strategic improvements to your business model. Resolution rate goes hand-in-hand with LTV, allowing you to determine if your customer service is up to par with your promised service level agreements (SLAs). Tracking both metrics enables you to determine pain points current customers are experiencing that may contribute to a lack of contract renewals.